
Information
for clients
Here, you can find answers to many questions that you may have about appointments, fees, payment processing, rebates, and more.
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If you have further questions, please get in touch with us from Monday to Thursday.
How to book with us
New clients
Setting up appointments with a psychologist can feel overwhelming, but our team are caring and welcoming and happy to make the process smooth and simple.
Contact us either by phone, email, or submit a booking enquiry via our website.
Our intake team will review your enquiry and contact you to discuss your needs and determine which clinician would be best suited for you. We will discuss with you whether you have a referral and how to send it to us.
We will arrange to book a series of appointments, and we will then email you our intake and consent to be completed before your first appointment.
Once you have completed our intake and consent, your clinician will be able to prepare for your initial appointment.
You will receive a courtesy reminder 4 days prior to your appointment, via SMS and email. This allows enough time for you to contact us if you need to cancel or reschedule the appointment. We ask that you provide at least 48 hours’ notice if you are unable to keep your appointment.
Arrive approximately 5 – 10 minutes prior to your appointment. Our client relations team will greet you and offer you a tea or coffee. If our team are unavailable at the time that you arrive, help yourself to some water and take a seat. Your clinician will collect you from our waiting area at the time of your appointment.
Booking subsequent appointments
Current clients
Every website has a story, and your visitors want to hear yours. This space is a great opportunity to give a full background on who you are, what your team does and what your site has to offer. Double click on the text box to start editing your content and make sure to add all the relevant details you want site visitors to know.
If you’re a business, talk about how you started and share your professional journey. Explain your core values, your commitment to customers and how you stand out from the crowd. Add a photo, gallery or video for even more engagement.
Preparing for your first appointment
Every website has a story, and your visitors want to hear yours. This space is a great opportunity to give a full background on who you are, what your team does and what your site has to offer. Double click on the text box to start editing your content and make sure to add all the relevant details you want site visitors to know.
If you’re a business, talk about how you started and share your professional journey. Explain your core values, your commitment to customers and how you stand out from the crowd. Add a photo, gallery or video for even more engagement.
Paying for your sessions
There are no cash or EFTPOS facilities at The Glow Centre, only online processing is accepted.
Payment is scheduled to process automatically whilst you are in session, not after.
Contact us in advance of your scheduled appointment if you need to update your payment details.
We do not offer the option of delayed payment.
Administration fees apply for declined payments.
Cardholder consent
If you will be providing card details other than your own, we will need to obtain consent from the cardholder that they agree to the use of their card for session payments. We will also ensure the cardholder's understanding that consenting to payment of fees does not allow them access to your session information or records.
What to do if you can't keep your appointment
Please provide at least 48 hours’ notice to cancel or reschedule an appointment. Refer to your courtesy reminder for ways to contact us.
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Fees apply for providing less than 48 hours’ notice, as follows:
Between 24 and 48 hours’ notice = $50 fee
Less than 24 hours’ notice or non-attendance = 100% OF THE SESSION FEE
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Our therapists spend time preparing for your session and appreciate advance notice if you will not be attending. We also have many clients waiting for appointments who would love the opportunity to book the spot. Having advance notice gives us time to contact clients on the waitlist to offer the appointment.
Communication between sessions
Communication via email and telephone in-between scheduled sessions will be kept to a minimum with the expectation that it is limited to administrative issues (i.e. organising appointments, advising of any recent changes, requesting information to be shared with specialists and sharing of resources). Extensive emails will be printed to discuss in the next scheduled session however it is strongly recommended that private information not be shared via this format due to privacy and confidentiality issues.
Requests for letters, completion of forms, reports
These services require time outside of your therapy session and are not able to be completed on the same day. Please discuss your request with our practice and the request will be submitted to your clinician for consideration.
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Fees for these services are additional to session fees and will be determined per the standard hourly rate for the clinician, or part thereof. You will be advised of the fee when you submit a request.
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Your clinician will schedule time into their workload, therefore, wait times of 1 - 2 weeks apply for completion of requests. Please ensure that you allow enough notice provided to your clinician for your request.
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We do not provide medical certificates, please see your medical doctor.
Crisis support
This private psychology service does not have capacity to respond to crises. Please discuss your needs openly with your psychologist to ensure you have access to the support you need between sessions.
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Please also visit our Resources page for contact numbers for mental health services offering around the clock support.
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Every website has a story, and your visitors want to hear yours. This space is a great opportunity to give a full background on who you are, what your team does and what your site has to offer. Double click on the text box to start editing your content and make sure to add all the relevant details you want site visitors to know.
If you’re a business, talk about how you started and share your professional journey. Explain your core values, your commitment to customers and how you stand out from the crowd. Add a photo, gallery or video for even more engagement.